# Customer Success Associate

**Company:** [Coalition Security](https://hotfix.jobs/companies/coalition-security)
**Location:** Remote
**Role:** Customer Success
**Salary:** $40k – $50k/yr
**Experience:** 3+ years
**Skills:** Customer Support, Customer Success, live chat, email support, insurance operations, training materials, Coaching, quality assurance, b2b support, cybersecurity platforms
**Posted:** 2026-08-05

> Provides high-quality support to prospective and current customers through chat, email, and phone while coordinating with internal teams and handling insurance-related workflows. The role requires at least three years of customer-facing experience, strong communication, issue-resolution, and peer coaching skills.

## Job Description

## Responsibilities
- Respond to inbound questions and requests from prospective and current customers via live chat, email, and occasionally phone.
- Route and coordinate inquiries with sales, security, insurance, and claims teams.
- Educate customers on Coalition’s products, online quoting platform, and cybersecurity platform.
- Perform administrative insurance functions supporting quoting, binding, policy changes, and related workflows.
- Capture customer feedback, identify recurring pain points, and collaborate on organizational and product improvements.
- Own and resolve complex customer issues end-to-end, determining when to self-solve or escalate.
- Partner with Team Leads and Operations to identify knowledge gaps and translate quality-assurance themes into coaching or documentation updates.
- Support training and onboarding for customer success team members.
- Create or improve training materials such as playbooks, macros, wikis, Looms, and guides.
- Maintain clear, professional, empathetic communication and strong attention to detail.

## Requirements
- 3+ years of experience in a customer-facing support, service, operations, or customer success role, ideally in a high-volume B2B environment.
- Experience coaching or mentoring peers or new hires in a high-volume customer success, support, or operations environment.
- Excellent written and verbal communication skills.
- Strong organizational skills and attention to detail.
- Ability to learn new tools, processes, and products quickly.
- Ability to work across multiple systems and follow structured processes while maintaining focus on customer outcomes.
- Resourceful, enthusiastic, team-oriented, and comfortable in a fast-paced startup environment.
- Prior insurance experience is a plus but not required.

## Compensation and Benefits
- Full-time, non-exempt position eligible for overtime pay after 40 hours per week.
- Base pay: **$19.23–$24.04 per hour**, approximately **$40,000–$50,000 annually**, depending on location and experience.
- 100% medical, dental, and vision coverage.
- Flexible PTO policy.
- Annual home office stipend and WeWork access.
- Mental and physical health wellness programs.
- Competitive compensation and opportunities for advancement.

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